User support specialist in EVO Company

About the project: Kabanchik.ua is an online service for finding private specialists to solve household and business tasks. Maidanchik unites customers of services who need to perform certain work, and competent, proven specialists of various professions who are looking for additional income. Annually, about 700 thousand orders are created on Kabanchik.ua in various categories. Among them are standing in line, walking the dog, repairing a faucet, developing a website, and even helping with the organization of a hand-and-heart proposal. About the team: The customer care team currently has 7 specialists, including mentors and a team leader. The most frequent interaction in this position will be with colleagues on the team, the leader and colleagues from other departments (development, marketing, finance, legal). The goal of our team is to take care of users, to positively influence their customer experience, promptly and qualitatively solving their requests. What is important for this role: love and respect for people and the desire to help everyonefluent command of the Ukrainian language, literacy in oral and written communicationliterate command of written Russian (our service also works in Kazakhstan - MegaMaster) willingness to communicate with users by phone (outbound calls on service issues) ability to work with negativity and conflicts: willingness to look for and offer ways out of controversial/difficult situations to the parties ability to explain complex information in a simple and accessible way experience working with fast typing, computer literacy (confident user of PC / iOS / Android and Google Workplace, knowledge of basic key combinations, etc.) attentiveness, scrupulousness, perseverance to be a team player, but ready to make independent decisions flexibility: positive perception of changes, speed of adaptation to new processes on the jobWould be an advantage: experience in customer service/customer care, user content moderation, Zendesk experienceTasks: The most important thing is to care about users and want to help everyone. And also: answers to user requests in the chat/via mail (at the same time, speed and quality are important) outgoing calls to customers in order to determine their satisfaction with the service, receiving feedback on working with them, moderating content on the site, resolving controversial and conflict situations (processing and analysis complaints) Stages of selection: interview with a recruiter test task interview with a leader We offer: work in an interesting project (some of the tasks that close at our site: remove a cat from a tree or help carry a grandmother to the 5th floor), in a friendly team and with the support of mentoring and training — during the adaptation period, there will be a mentor who will help to understand all the nuances of the work, a flexible work schedule with floating weekends (07:00-16:00, 8:00-17:00, 09:00-18:00, 12:00-21:00) official employment in the company's staff timely salary, which after the adaptation period averages 17,000-19,000 UAH insurance services of a corporate psychologist